Customer Relations

Technical Alphabet Soup

AI, ML, Chatbots—high-tech trends that sounded like technical alphabet soup. And I chose to ignore these menu offerings! I figured AI was like artificial sweetener—non-natural intelligence—and didn’t really apply to technical communicators, writers, or editors. Then, within the past month, I received two publications with articles about Artificial Intelligence (AI), ML (Machine Learning), and a side order of Chatbots. Since STC’s Intercom was one of those publications, I knew I had to find out how these high-tech trends affect what I do.

Definitions

AI

“AI is a type of “deep learning” that allows machines to process massive quantities of information on a very sophisticated level, allowing them to perform complex functions like facial recognition.” (Mordecai Holtz, “Mobile World Congress and AI,” B-Tank, March 2018).

ML

“ML is a subset of AI and is powering much of the development in the AI field” (Criteo Insights). ML “is the practice of using algorithms to parse data, learn from it, and then make a determination or prediction about something in the world” (blogs.nvidia.com). Michael Copeland explains that a machine is “trained” to perform tasks.

Using High-Tech Trends with Clients

Holtz points out two areas where AI is already in place: customer care and marketing. “The data will result in AI technology monitoring, analyzing, and organizing the consumer data to anticipate customer concerns.” And then “marketers will be able to leverage the extremely personal voice-activated devices to drive and solve the common issues associated after purchasing something.” AI will result in a personalized marketing experience.

These observations support Earley’s tips for tech writers to team up with the marketers. Look at the customer lifecycle. Understand the customer’s journey, what they are looking for, and “map out the possible questions that the customer may have at each step.” (Seth Earley, Intercom, January-February 2018, 14)

What’s Next?

AI, ML, and chatbots are not simply alphabet soup. These high-tech trends are meant to help us in getting our jobs done right and delivering the right content in the format the customer needs. I’m learning new ways of using my tools to help clients find the right solution—now with AI, ML, and chatbots—to serve their customers.

“The greatest challenge in actually using any of these emerging technologies is still the same—understanding and clearly defining the business need, and having the right data and content to fuel the technology engine.” (Seth Earley, Intercom, January-February 2018, 13.)

My takeaway?

I have more to learn about AI, ML, chatbots, and other high-tech trends.

Note: The original post about project cost estimates is here. Shout out and thank you to Lizzie Davey for hosting Wanderful World!

How do you estimate the time and cost for a project?

Projects have many variables.

Lizzie Davey asked a similar question in her weekly email. “…[H]ow are we supposed to know how long it’s going to take us to read through a 35-page document and edit it? It all depends on the language, how much of it is images, and how deep an edit the client wants, right?”

Right!

Highlights

The prospective client came through a personal referral. I based my timeframe and price were based on prior experience, and I dug into the work. Part way through, I discovered that the content development took longer than my original estimate to the client.